By Ayanna Kirton, Staff Reporter 
First rule: don't get angry with the customer. - Ian Allen/Staff Photographer
FEW CONSUMERS know that retailers are legally required to offer refunds.
However, according to the Consumer Affairs Commission, there are many provisions under Jamaican Law which protect the consumer.
As a consumer, you are entitled to a refund or a replacement if new appliances or other goods you have purchased do not work or are not of a reasonable quality.
If this happens to you, be sure to report the matter to the seller immediately. Laws such as the Sale of Goods Act may offer protection, but promptness and a rational approach are important.
UNSATISFACTORY SERVICE
In instances where merchants do not grant a refund or even exchange the item, complaints can be filed through the Consumer Affairs Commission.
Earlier this year, Richard (real name not used) bought a garbage can from a popular home goods supplier in the capital city using his debit card.
After taking the garbage can home, he realised that he could not open it by stepping on the lever attached to it because it was broken. He immediately returned to the store with his debit card receipt, but Richard said he was unable to exchange the item.
He explained that the store manager told him returns are made only if the store receipt is presented.
In other words. a debit card receipt is not sufficient because a description of the product is not provided on a debit card receipt and there is no way to tell if the product that needs to be exchanged is the one recorded on the debit card receipt.
Two of the store's representatives confirmed the policy stating it was a precautionary measure against theft.
"They refused to exchange the item and I got extremely upset," Richard said. "A quarrel ensued and I left the store enraged."
Merchants are required by law to provide satisfactory goods and services, Lyndel McDonald of the Fair Trading Commission said, but it is the consumer's responsibility to inspect goods properly before leaving the store and to pay close attention to a store's return and exchange policy before purchasing any item.
When trying to make returns or exchanges, the Consumer Affairs Commission urges the consumer to use rational and peaceful means, to have their complaints heard.
Every time a sale is made, there is an agreement between the buyer and the seller. Generally, the buyer agrees to pay for the item and has a right to assume that the product is not defective and that its use has not been falsely advertised.
A store is not obligated to accept items for refund, exchange, or credit except in cases where the item is defective or was misrepresented. Some stores have "no return" or "final sale" policies.
The Fair Trading Commission (FTC) encourages merchants to clearly disclose clearly their return policies on receipts and invoices.
EXCHANGES
In a product exchange, an item may be returned and another item of equal value may be received in its place. This privilege is usually extended when the buyer has made a reasonable mistake; for example, in the size or colour of the product purchased.
Customers of local clothing retailer, Lee's Fifth Avenue, are able to exchange goods within 14 days as long as the receipt is presented.
If an item purchased at the store was given as a gift but does not fit properly, for example, it is also possible to exchange the item without the receipt. In this case, however, store representatives suggest removing only the price tag or sticker and leaving the bar code tag on the item in the event that the gift needs to be exchanged.
Liguanea Drug and Garden Centre allows customers to exchange purchases but only for certain products.
"If you buy something like lotion or a prescription item, we cannot exchange it if it has been opened or tampered with," said the pharmacy's manager. "Other items like books can be exchanged but only within a reasonable time frame."
RETURN FOR CREDIT
Often, customers may receive a credit slip after returning an item. This store credit allows the consumer to purchase any other item at that store which has the same monetary value as the item he or she has returned.
Store credit is usually given to frequent customers and can be used at a later date. Although not a popular practice in Jamaica, some stores provide store credit.
Some products have warranties that spell out what a manufacturer's liability is if their product is defective. Reading a product's warranty before returning an item to a store from which it was purchased is highly recommended.
In some cases, warranties exempt stores from product liability and require consumers to mail the product to a manufacturer or other business in order to receive monetary refunds, credit, or product replacement.
In most local stores, electrical appliances have a 30-day warranty and exchanges or refunds are provided at the store's discretion.
REFUNDS
A customer's money is returned under a refund policy. These policies usually require that products be returned to a store within a specific period of time and in original purchase condition.
In almost every case, a sales slip or some other evidence that the item was actually purchased at a particular store is also required. If a customer does not have evidence of purchase, he or she may not receive a refund or may not receive the full amount of the purchase price.
In some stores, all sales are final. This policy is typically enforced for goods which are on sale, sold at the end of a season, used as floor models, or are of an intimate nature, such as undergarments and bathing suits.
Wholesale and retail club, Price Smart, offers 100 per cent cash refunds to its members for returned items as long as returns are made within 30 days.
RETURNS
Regardless of a store's policy, if the goods you have purchased were misrepresented or are defective, you have every reason to expect the store to provide a suitable substitute or refund, or make proper repairs.
Keep in mind that health regulations forbid returns of such items as hats, bathing suits, and other intimate apparel. It is a good idea to keep the packaging an item was wrapped in just in case it is required for return by the store to the manufacturer.
Lyndel McDonald of the FTC provides the following shopping tips:
* Obtain a written warranty where one is offered.
* Ensure that you get a receipt, and retain it as proof of your
purchase.
* Ask about the refund/return policies before purchase (especially if it is a major purchase).
* Make a note of the price of the item before cashing, as the price encoded in the cash register may differ.
* It is your right to pay the price advertised.
* Ensure that uniforms and other items of clothing fit properly before purchase.
* Ensure that a responsible adult accompanies children.
Perhaps the most important thing to bring with you when you want to return or exchange merchandise is patience.
Like it or not, you are often at the mercy of the merchant, but, if you take a deep breath and relax, you'll find the process will go much more smoothly.
